Customer Success Manager – IT/ITES Services
About This Role
Qualification: Bachelor's Degree in IT, Computer Science or related areas
Experience: 4+ Years
Job Location: London
We are seeking an experienced and client-centric Customer Success Manager (CSM) to oversee and grow relationships with our IT and ITES service clients. As a key liaison between the client and internal delivery teams, you will be responsible for ensuring customer satisfaction, facilitating smooth project execution, and identifying opportunities to expand client partnerships.
Responsibilities
- Client Relationship Management:Build and maintain strong, long-term relationships with key client stakeholders across IT and ITES sectors
- Account Success Ownership:Own customer onboarding, engagement, and retention across assigned accounts. Ensure deliverables are met and clients derive maximum value from services
- Project Coordination:Work closely with internal technical and delivery teams to monitor timelines, resolve issues, and communicate project status
- Feedback & Upselling:Collect and synthesize customer feedback to improve services and propose upsell/cross-sell opportunities aligned with client goals
- Renewals & Retention:Drive contract renewals and client satisfaction through proactive engagement, performance reviews, and value demonstration
- Reporting & Metrics:Prepare and present regular reports on account health, risks, and success metrics to clients and internal leadership
Required Skills and Experience
- Experience: 4+ years in customer success, account management, or service delivery in an IT/ITES environment
- Client-Facing Skills: Strong interpersonal and communication skills, with experience engaging mid-to-senior level stakeholders
- Project Orientation: Understanding of delivery models, SLAs, and IT services lifecycle (including support, development, or BPO processes)
- Problem-Solving: Proactive in identifying issues and resolving them before they escalate
- Tools Knowledge: Familiarity with CRM platforms (e.g., HubSpot, Salesforce), project tracking tools (e.g., Jira, Trello), and basic reporting dashboards
- Education: Bachelor’s degree in Business, Information Technology, or related field
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